With a surge in business opportunities, evolving user expectations and increasing competition, we embarked on the redesign of Widerpay. This is a brief case study of the challenges we faced, the processes we adopted, and the successes we achieved.

Introduction

In Nigeria, POS vendors grapple with exorbitant charges and the inability to repatriate funds from failed transactions, leading to customer dissatisfaction, enduser loss and “hanged money.” So also, vendors are burdened with carrying bulky POS devices, complicating operations, especially for those managing multiple devices. Moreover, the competitive fintech market and evolving user expectations demanded that Widerpay offer innovative solutions and an enhanced user experience to stay relevant. These challenges highlight the need for a comprehensive solution, driving us to redesign Widerpay. About Widerpay: Widerpay is a payment application designed to streamline payment processes for both business and personal use. With fair and transparent charges, it appeals particularly to business users, while its simplicity and efficiency attract a broad user base. Widerpay empowers users to handle cash withdrawals, transfers, airtime recharges, and bill payments with ease, addressing the critical pain points faced by POS vendors and individual users alike.

Our user base was divided into two primary categories: vendors (Agent Users) and individual users. Agent Users utilize Widerpay for business transactions such as cash withdrawals and transfers, while individual users rely on it for personal transactions like airtime recharges and bill payments. One critical feature we identified for development was dispute resolution, crucial for Agent Users like 'Agent Kay,' who frequently encounter transaction issues.

A critical aspect of the Widerpay redesign was addressing the issue of 'hanged money,' a common problem where failed transactions result in funds being stuck, causing significant frustration for users, particularly Agent Users (vendors). Our approach was to create a robust dispute resolution system that allowed users to quickly and efficiently resolve these issues and repatriate their funds.

Also, to effectively introduce the redesigned Widerpay app to our target audience, we needed a compelling and informative Landing Page. This page would serve as a key touchpoint for potential users, providing essential information about the app's features and benefits, and driving engagement and conversions.

Keytakeaway:

The Widerpay redesign project highlights giving priority to resolve key pain points of users, balancing innovation (new updates) with simplicity, such that implementing new features would not complicate user experience. And also strengthening security to meet the risk that comes from implementing certain new features.

There was an increase in our user sign-ups after releasing this update. Users reported their satisfaction and trust with the new update, particularly among Agent Users who previously faced frequent issues with hanged money.

Role / Responsibilities:

My task and contribution are:
Conducted user interviews to gather insights on the user's pain points.
Designed new screens (Login, Menu, etc.), ensuring a seamless user experience.
Updated the logo, creating various versions for different platforms and context in order to maintain brand consistency.
Designed the Mobile POS product and its packaging, aligning with our brand identity.
Coded the Landing Page.Monitored user activity post-launch to identify and address any issues.